Ysura: Legacy pharma CRM rebuilt around Interaction Mode. E-detailing, media sharing, and interactive signing - delivered across all devices used in pharmaceutical field sales.

The Challenge

The legacy Ysura CRM had been built on outdated technology with a complex, difficult-to-navigate workflow and an interface that had not kept pace with user expectations or device capabilities. Pharmaceutical sales representatives and the healthcare professionals they engage with were working with a tool that created friction in every interaction rather than reducing it. The platform’s data management was fragmented, customer records were difficult to maintain with accuracy, and the interface required multiple steps to accomplish tasks that field teams needed to execute quickly - often during or immediately before a time-sensitive meeting with a healthcare professional. For a field sales tool, these problems compound: a CRM that slows reps down during customer interactions damages not just productivity metrics, but the quality of the engagements themselves. The platform needed a fundamental rethink of both its technical foundation and its user experience, with particular focus on the in-person and device-driven scenarios that define pharmaceutical field sales work.

The Approach

Gradion engaged with a full team: project manager, engineers, and designers working in close collaboration with Ysura. The central deliverable was the development of the “Interaction Mode” feature - a dedicated in-meeting experience designed around the actual workflow of a pharmaceutical sales representative engaging with a healthcare professional. Interaction Mode consolidated the core activities of a pharma sales interaction into a single, streamlined interface: e-detailing (electronic sales presentations), media sharing, and interactive form filling and signing. These capabilities were built to work across all devices, recognizing that field teams use a mix of tablets, laptops, and other hardware depending on the context. Customer data was centralized and enriched as part of the engagement, improving the quality and accessibility of records that field teams depend on before and after interactions. The upgraded user interface reduced workflow complexity throughout the platform, not only within Interaction Mode. Device independence was a hard requirement across the entire feature set. Gradion ensured that every capability delivered worked consistently regardless of the device being used in the field.